Diffuse difficult customers by reassuring customer we will work to resolve their issue in timely fashion

Act as the primary customer point of contact for the customer throughout the life of a ticket, responsible for providing customer with regular status updates on Trouble Ticket progress, setting realistic expectations, and verify resolution

Properly code Trouble Tickets with appropriate closure codes, detailing the results of the testing and resolution

Escalation to management of service interruption patterns, to assist in the identification of potential network service effecting issues.

Work in partnership with other Client Business service/repair oriented departments to respond to customer issues in a timely fashion

Flexibility to work varied shifts to provide support to your team on an as needed basis, based upon customer's business needs

Qualifications:

Minimum AAS degree in Computer Science or equivalent combination of education and experience. Bachelor's degree or equivalent preferred (to include military backgrounds and Associate's degrees with additional work experience).

1 - 3 years of experience in a technical service, IT or help desk environment.

CCENT or CCNA certification preferred equivalent Adtran certifications will also be considered.\

Work individual queue based on severity level and prioritizing work based on the customers' business needs and specific situations that could change throughout the repair process.

Initiate, and engage in conference calls between repair, customers, and higher level support organizations to resolve issues.

About Genesis10:Genesis10 is a leading U.S. business and technology consulting firm with hundreds of clients needing proven talent and solutions to power their strategic initiatives. If you are a high performing business or IT professional with solid, referenced experience, we want to meet you. Genesis10 recruiters and delivery professionals are highly accomplished career advocates, who get to know you beyond your resume to position you with the opportunities that fit your skills, experience and aspirations. We have benefit options to fit your needs and a support staff that works with you from placement throughout your engagement project after project. To learn more about Genesis10 and to view all our available career opportunities, please visit us at www.genesis10.com. Genesis10 is an Equal Opportunity Employer, M/F/D/V.